Release Notes - Hotfix Release DC2025.01a

Dialogue Cloud V3: Agent Caller ID Support for WebAgent Outbound Calls.

This update enables agents using WebAgent on the Dialogue Cloud V3 (Microsoft Connect model) platform to present their personal Microsoft Teams phone number during outbound calls. A new SharePoint setting, Show Agent Caller ID, has been added to the Endpoints list. When enabled, outbound calls made via WebAgent will display the agent’s Teams number to the callee, enhancing personalization and clarity. If disabled, the UCC endpoint number is shown instead. This applies to WebAgent dialpad and CTI click-to-dial scenarios (like Salesforce). PAL and outbound dialer calls remain unaffected by this new setting.

This new setting is available on: MainEndpoint and ModalityEndpoints

Dialogue Studio: Improved Node Naming for CoPilot Studio and Configurations.

This update addresses a naming inconsistency in Dialogue Studio where the CoPilot Studio Node, when dragged into the canvas, incorrectly displays the default name any-red-copilot instead of the expected CoPilot Studio as shown in the node menu pane. Additionally, the CoPilot Config Node lacked a name field, making it difficult to distinguish between multiple configurations, as each instance defaulted to the same non-editable name. With this fix, both nodes now correctly reflect their intended names and support custom naming, improving clarity and usability when managing multiple configurations.

Dialogue Studio: Retry Mechanism Added for CoPilot Studio Response Handling.

This update introduces a retry mechanism in Dialogue Studio to improve how CoPilot responses are handled. Previously, if no reply was received within a fixed delay, the system would escalate directly to a live agent. With this enhancement, Dialogue Studio now performs multiple retry attempts at configurable intervals before escalating, allowing more time for AI-generated responses to arrive. This ensures faster handling of quick replies and more reliable support for slower AI responses, reducing unnecessary escalations and improving the overall user experience.

Outbound dialer campaigns: all invites processed under load.

Under high load (e.g., ~300 agents), some campaign invites were left unprocessed until a UCC restart. We’ve improved dialer coordination to prevent multiple dialers from “stealing” the same invite, ensuring every invite is actually called even in large batches.

Dialogue Studio: Call Priority Routing Bug Resolved.

In Dialogue Studio call priority routing was not functioning as expected. Despite calls being marked with the hasPriority flag, they were treated as regular calls and not prioritized in the queue. The issue occurred consistently in production environments and affected all users. It was caused by Dialogue Studio not correctly handling priority logic during call routing, unlike standard UCC routing (when configured in SharePoint). With this update, priority calls are now correctly recognized and queued ahead of non-priority calls, restoring expected behavior for services using priority-based routing.

WebAgent: Supervisor Controls Missing on Connected Calls.

This update resolves a regression in WebAgent (in DC2025.01) where supervisors were unable to access call monitoring controls—such as listen and other supervisor actions—when hovering over connected calls. The issue occurred only in the most recent release and affected users who were assigned as agents in multiple UCCs and supervisors in at least one. Although calls were correctly identified, the supervisorActions capability was incorrectly set to false, preventing access to expected functionality. With this fix, supervisors can now reliably perform monitoring actions on active calls as intended.

WebAgent: Fixed Misalignment of Buttons During Webchat Sessions.

Resolved an issue where conversation status buttons were misaligned with call control buttons during active webchat sessions in WebAgent. The misalignment occurred consistently across both old and new layouts and was not corrected by refreshing the interface.

WebAgent: Fixed Missing Message Content in Archived Webchat Results.

Resolved an issue where archived webchat messages were not displaying correctly in WebAgent, showing placeholders instead of actual content. This affected both the old and new layouts and occurred consistently when accessing archived search result items.

WebAgent: Click-to-Dial Error When No Active Endpoint.

Fixed an issue in WebAgent where attempting to use click-to-dial (e.g. via Salesforce CTI) without an active endpoint resulted in a misleading "unsupported format" error. The system now correctly prevents outbound calls when no UCC is active, ensuring clearer behavior and avoiding confusion for agents.

WebAgent: Unnecessary Tooltip Removed from Dialogue Toolbar.

Resolved a UI issue in WebAgent where a black tooltip displaying redundant call or message details appeared when hovering over the top dialogue toolbar during active or wrap-up sessions. Tooltips that simply repeat already visible information have been removed to reduce visual clutter.

Power BI Report: Restored Download Link for Call Recordings.

Fixed an issue in the Power BI dialogue overview report where the download link for call recordings was no longer clickable after a template upgrade. The report now correctly displays active download links, allowing users to access recordings directly from the interface as before.

Power BI template: Agent Report - Incorrect Avg. Initial Talk Time Values Resolved.

Fixed a calculation issue in the Agent Report where the Avg. Initial Talk Time metric occasionally displayed values higher than the longest individual call duration for the same day. The report now correctly calculates and reflects average talk times based on actual call data, ensuring consistency and accuracy across agent performance metrics.

Title: Power BI Template: Fixed Incorrect Average Queue Time Calculation for Queue 3.

Resolved a calculation error in the Power BI dashboard, specifically on the Dashboard tab > Top 5 Most Used Skills > Queue 3, where the Average Queue Time for Queue 3 incorrectly used VAR ranking = 1 instead of VAR ranking = 3. This caused Queue 3 to display the same average queue time as Queue 1. The template has been corrected to ensure each queue reflects its own accurate average queue time.